Join to apply for the Customer Experience Director role at Pace Analytical Services
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Join to apply for the Customer Experience Director role at Pace Analytical Services
Director of Customer ExperienceSUMMARY:Responsible for supporting, developing, and executing strategies to enhance customer satisfaction, streamline service delivery processes, and ensure the highest standards of customer support. This position plays a critical role in driving customer loyalty and retention in their locations.ESSENTIAL FUNCTIONS:
- Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
- Implements best practices and continuous improvement initiatives to optimize service quality and efficiency.
- Provides oversight of the Customer Experience Managers and serves as an escalation level for the client services teams; handles escalated customer issues and complaints ensuring timely and effective resolution.
- Develops and implements a comprehensive customer service strategy aligned with the Pace and the Analytical Services division's overall goals and objectives.
- Establishes and monitors key performance indicators to measure the effectiveness of customer service operations and initiatives; analyzes data and trends to identify areas for improvement and informed decision-making.
- Participates in the development of customer service policies and procedures; ensures that policies and procedures are followed.
- Develops and manages the department budget ensuring efficient allocation of resources, monitors expenses, and implements cost-saving measures.
- Partners with respective site leaders and sales team members to address client concerns and needs.
- Collaborates with other departments to ensure a seamless customer experience.
- Builds and maintains strong business relationships with key stakeholders, including clients, partners, and vendors.
- Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
- Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.
QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Education and Experience:
- Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND ten (10) years of customer service experience, five (5) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.
Required Knowledge and SkillsRequired Knowledge:
- Comprehensive principles, practices, and techniques of leading customer service.
- Understanding of the development and implementation of customer service programs, policies, and procedures.
- Principles and practices of developing teams, motivating employees, and managing in a team environment.
- Principles and practices of budget development and administration.
- Applicable industry laws, codes, and regulations.
- Computer applications and systems related to the work.
- Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.
- Principles and techniques of providing effective oral presentations.
- Principles and practices of program planning, development, and evaluation.
- Principles and techniques of making effective oral presentations.
- Correct business English, including spelling, grammar, and punctuation.
Required Skills:
- Performing and providing comprehensive professional-level customer service in a variety of markets.
- Overseeing and administering comprehensive and varied customer service functions.
- Supervising and evaluating employees and providing related recommendations.
- Training others in policies and procedures related to the work.
- Applying more standard business and project management methodologies with a focus on implementing plans to achieve goals.
- Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost effective and efficient manner.
- Interpreting, applying, and explaining applicable laws, codes, and regulations.
- Providing consulting services to supervisors and staff.
- Preparing functionals reports, correspondence, and other written materials.
- Using initiative and independent judgment within established organizational and department guidelines.
- Using tact, discretion, and prudence in working with those contacted in the course of the work.
- Performing effective oral presentations to large and small groups across functional peers and the department.
- Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
- Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.
WORKING ENVIRONMENT:Work is performed in an office setting. Work is subject to travel.Seniority level
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